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    Ted KimNew Participant

    Order Data for Support AgentsSubmitted

    In tabs like “User Data” when you are looking at the side panel from the agent perspective, I want to order the attributes and the fields that best fit my needs or my teams’ needs, but there isn’t a way to order after you pin them.

    0
    5 months ago
    Aiden Taylor
    Aiden TaylorNew Participant

    Phone call participationSubmitted

    Currently, participation includes notes and replies. If an agent is involved in a phone call, that is not counted as participation, but should be. 

    0
    Aiden Taylor
    5 months ago
    JHarlowe
    JHarloweConnector

    Additional Custom Attributes For Teammate ProfilesSubmitted

    The current teammate profiles (admin profiles) are fairly basic and do allow for an editable text field for a fun quote.The idea we are putting forward is to allow for custom attributes (fields) to be able to be created for teammate profiles, these could be use to list teammates professional certifications for instance.One or two extra fields that could be either lists or multi line text would be a great start.

    1
    5 months ago
    Mads EgmoseNew Participant

    Fin AI: draft email replies for human reviewSubmitted

    ProblemFin handles chat well — short turns, fast iteration, low downside if a reply needs a follow-up. Email is a different beast. Threads are longer, context spans days or weeks, and the stakes are higher: customers expect a considered, accurate response, and a wrong reply is much harder to walk back than in a live chat.That makes full autonomy a poor fit for most email conversations. But it doesn't mean Fin can't help. Right now, the gap between "Fin resolves it autonomously" and "agent writes from scratch" is too wide for email — there's nothing in between.ProposalWhen a new email arrives, Fin generates a draft reply using:- The full thread context- Connected knowledge sources (help center, macros, past resolved threads)- Brand voice and tone settings already configured for FinThe draft sits in the conversation ready for an agent to review, edit, or send. A confidence indicator and visible source citations would let agents verify in seconds rather than re-researching the answer.Why this is valuable- Cuts response time without giving up the human-in-the-loop check that email genuinely needs.- Captures Fin's value on conversations that today are 100% manual.- Creates a feedback loop: agent edits become signal for improving future drafts, and eventually for moving simpler email categories toward autonomous resolution.Use caseWe run a marketplace where most supplier-side conversations happen over email. They're rarely fully automatable, but most of what we write is a variation of something we've written before. A Fin draft would save the majority of the writing time per reply while keeping us in control of what actually ships.

    0
    5 months ago
    Jose FloresNew Participant

    API endpoint to remove a teammate’s inbox seatSubmitted

    Right now, seat removal can only be done in the UI. I’d like an API endpoint (PUT /admins/{id} or similar) that lets us revoke a teammate’s seat programmatically.We want to manage those that do not login or use Intercom for more than 30 days programmatically. We found we can find those via the API, but we can’t remove the seat.We need the API updated.

    0
    5 months ago
    Tom JNew Participant

    Please fix CSAT UXSubmitted

    I was digging why only few of our conversations have actual CSAT rating and I believe the reason is the terrible UX.When the question is asked, only smileys appear which makes you think one click and that’s it. But no, once you click on the smiley the text input with additional arrow appear, but they are in the inactive state so user has no idea he needs to actually click on the arrow. The rating is submitted ONLY when the grey arrow is clicked.Can someone please improve this or allow us to customize this form? Thank you. 

    6
    Aleksei O
    5 months ago
    Ben NicholasNew Participant

    Allow partial deletion of existing email trailSubmitted

    When an email is forwarded from another department which isn’t using Intercom, their internal email needs to be removed so that clients can’t see it.At present it is possible to select the existing trail in the reply box and delete the entire trail, but this means that the trail is lost for the response being sent and therefore there is no context for the response.A workaround is to then copy and paste the part of the trail you do want, but these can often be very long, and it will also end up putting your email signature right at the end of what you have pasted instead of after the most recent response.We would simply like to be able to highlight and delete the last response like you can in Outlook or Freshdesk in case it is an internal email which we would not want to be included to the client.

    0
    5 months ago
    ChelseaMWNew Participant

    13 Numbers in AustraliaSubmitted

    Not able to call 13 business numbers within Australia through Intercom.  As we deal with multiple external stakeholders who use this landline number this does make it difficult for staff as we cannot use work phones for these calls.  

    0
    6 months ago
    Daniel LeNew Participant

    Enable Hotkey for export conversation transcript.Submitted

    I’d like the export conversation as a text file in the UI, have a key bind/hot key assign to it. As part of my workflow I export whole conversations regularly to feed into my AI agent to analyse the tickets.Currently my process is to manually selected it from the UI drop-down menu here.  

    0
    6 months ago
    Crysta HuszaiNew Participant

    Tooltips that are persistent indefinitelySubmitted

    As the Manager of the Customer Onboarding team, we heavily rely on sandbox environments for customer enablement. Ideally, I’d be able to have tooltips that I can set to be persistent beyond the initial interaction so users can go back and review them as they’re learning the software platform.

    1
    Roy
    Top Expert ✨
    6 months ago
    Sascha GloeNew Participant

    Using Cloud API for WhatsAppSubmitted

    Currently we can use our phonenumber only on Intercom. But Intercom is limited in using this number and sending messages there. It is not even possible to use Intercoms API to send a transactional mail programmatically. It would be nice, if we could send transcactional mails with our own system through the WhatssApp Cloud API and then also connect Intercom to the same WhatsAPp Cloud API.

    1
    6 months ago
    CurtNew Participant

    Enable tagging on all tickets, not just those shared with customersSubmitted

    Currently, tags can only be applied to back-office tickets that have been shared with the customer. If a back-office ticket is internal-only (not shared), the tagging option is unavailable entirely.Ticket attributes could work, but are limited, e.g. no attribute that allows multiple selections/options like tagging does.

    0
    6 months ago
    Innovator ✨
    Gerald PradoInnovator ✨

    Ability to fine tune when the Let Fin Handle block should send follow ups for inactive customers.Submitted

    Currently within the Let Fin Handle boxes there is the option to Follow up with inactive email customers. But we don’t have a way to fine tune which interactions Fin should follow up with. As an example, if a customer has had a conversation with Fin where all the possible options have been exhausted and the customer has stopped replying, we want to give Fin guidance to not reply if there is a specific conversation topic (attribute) that has been detected. We want Fin to be able to send the follow up as needed, but want to be able to give Fin some instruction to NOT follow up based on a topic, or guidance. At the moment it is either on or off.  

    0
    Innovator ✨
    6 months ago
    Julian BurkeNew Participant

    Gated Custom Away Reasons for specific Team Inboxes or RolesSubmitted

    The Problem:Currently, all custom away reasons are visible to every teammate workspace-wide. This creates unnecessary noise for departments with different workflows.The Request:Add a setting to restrict specific away reasons to certain Team Inboxes or Roles.This will: Reduce Clutter: Agents only see statuses relevant to their role. Improve Accuracy: Prevents teammates from selecting irrelevant statuses by mistake.

    0
    6 months ago
    David Bayley-HamiltonNew Participant

    SLA AmendmentsSubmitted

    As many people have a lot of SLA’s for each workflow and product, could there potentially be a way that we can create some sort of way to add an edit function to go with these as SLA’s are always changing and having to delete them entirely to amend each change can be a nightmare. I feel this would save a lot of time and extra things if it could be possible to do.

    0
    6 months ago
    visharadNew Participant

    Interncom X OpenUISubmitted

    Hey everyone! I’m Visharad, one of the maintainers of openui. We are doing some really fun stuff with generative UI. Would love to connect and collaborate with folks here and contribute to the community!https://www.openui.com/ 

    0
    6 months ago
    VetleNew Participant

    Export button for workspace tag listSubmitted

    It would be really helpful to have an export option for the full list of tags in a workspace (Settings → Tags), so we can download them as a CSV or similar file. Currently this is not a possibility.

    0
    6 months ago
    Julian BurkeNew Participant

    API Timeout Reduction: Change URL signing windowsSubmitted

    Feature Request: Extend URL Security Signing Window (30 to 60 Mins)The ProblemThe current 30-minute security signing window is too short for large API data transfers and complex transcriptions. This leads to transcription loss when the signature expires before the process finishes.The SolutionIncrease the maximum URL security signing window to 60 minutes.Security & Infrastructure FAQGDPR/SOC2: A 60-minute window remains a "short-lived" credential. It does not alter encryption standards or data privacy controls.GCS/S3 Compatibility: Standard cloud providers (like AWS) easily support pre-signed URLs for much longer durations; this is a minor configuration change with zero infrastructure risk.Risk: The URLs remain temporary and on-demand, providing necessary "headroom" for data without increasing the attack surface.The BenefitThis change ensures data integrity for high-volume users and enterprise integrations.Are you also hitting the 30-minute limit? Upvote to let the team know!

    0
    6 months ago
    Paul SellNew Participant

    Move through tickets sequentiallySubmitted

    My team has asked about a way to navigate through tickets quicker in their views. They used the “Play” button in Zendesk that would start with the first ticket and allow you to reply to the ticket and move to the next ticket. Granted Zendesk the ticket and the ticket conversation were two different screens where intercom is not. My suggestion is to have a shortcut to go to the next or previous ticket in the current view.

    0
    6 months ago
    Paul SellNew Participant

    Open details panel when attribute requiredSubmitted

    We use required attributes in our setup, but some agents like to hide panels to make it easier on the eyes. The problem is that when they are trying to close tickets they forget they need to fill in attributes if its missing before closing the conversation out. Right now if you have the details panel hidden and try to close the ticket nothing happens. No message, no popup, panel doesn’t open, ticket doesn’t close. My suggestion is to have the panel pop open if its hidden when the agent tries to close the conversation and it requires more information.

    0
    6 months ago
    Paul SellNew Participant

    Replying to mentionsSubmitted

    If an agent or lite agent has notifications turned on for mentions they get an email that is similar to: After a discussion around why replying to the email notification was creating new threads I was told that its not actually a feature that intercom supports. My suggestion is to allow replies to the notification, like it is suggesting to the receiver. Short term, I would ask that the “Write above to add note” goes away and a message saying NOT to reply to the email is added so there is less confusion. Our lite users are not in intercom unless needed so the alert is a bit confusing.

    0
    6 months ago
    smayersNew Participant

    Ability to auto-assign converted tickets to the same agent who was handling the chatSubmitted

    When an agent is handling a chat and then converts the chat into a ticket, the ticket gets assigned to another live agent instead of the agent that was handling the chat.

    0
    6 months ago
    Roy
    Top Expert ✨
    RoyTop Expert ✨

    🚀 Feature Request: "Direct API Mapping" for FinSubmitted

    The Problem: Currently, setting up Fin Data Connectors is a high-friction process. For every action we want Fin to take, we have to manually: Create a new Connector. Define the endpoint. Manually map and explain each data attribute so Fin understands it.  This significantly increases the "Time to Value" for Fin. If I have a complex B2B API with 50 endpoints, it takes days to set up, rather than minutes. ⏳ The Solution: Introduce a "Bulk API Mapping" feature. Instead of manual entry, allow us to provide a URL to our API Documentation (or upload an OpenAPI/Swagger JSON/YAML file) and the Global Authorization headers.How it would work: Doc Ingestion: Fin "reads" the documentation and automatically maps the available endpoints. Semantic Understanding: Since modern API docs are well-designed, Fin can use its native LLM capabilities to understand what each endpoint does without us writing a manual "explanation" for every single one. Global Auth: Set authorization once at the root level rather than per-connector. Selective Enabling: A simple toggle list where we can "Turn On" specific endpoints for Fin to use as Tools.  Why this is a game-changer: ⚡️ Drastically Reduce Start Time: We could go from "Zero to Integrated" in minutes, not days. 📈 Scale Automation: It encourages teams to give Fin more "powers" because the cost of adding a new capability is nearly zero. 🛠 Improved Accuracy: Professional API documentation is often clearer than a human's manual summary, leading to fewer hallucinations during tool calls.  Let’s move Fin from a "manual data connector" model to a "plug-and-play architect" model! 🇬🇧💪#IntercomFin #ProductFeedback #FeatureRequest

    0
    Roy
    Top Expert ✨
    6 months ago
    EugenNew Participant

    Monitor feature APIsSubmitted

    Currently there are no APIs around Monitor data. We need to be able to export data easily

    0
    6 months ago
    Leila FatehiNew Participant

    Avoid duplicate work by auto-marking mentions when linked conversations are viewed or replied toSubmitted

    Hi Intercom team,I’d like to request an improvement around how mentions behave across back-office tickets and cross-noted conversations.Currently, when a back-office ticket includes a mention that is also cross-noted into a conversation assigned to me, I end up handling the same item twice: First when I open and respond to the conversation Then again when reviewing my mentions in back-office tickets This creates duplicate work and forces agents to manually reconcile two separate workflows for the same task, which becomes increasingly inefficient at higher ticket volumes.This occurs repeatedly throughout the day when handling cross-noted tickets and adds noticeable overhead to agent workflowsSuggested improvement:Automatically mark a mention as “seen” in the back-office ticket when the linked conversation has already been viewed or responded to by the assigned agent.Ideally, this behavior could be configurable to support different team workflows.Impact: Eliminates duplicate handling of the same task across conversations and tickets Reduces cognitive load when clearing mentions Improves workflow efficiency for teams managing high volumes of cross-noted tickets  Happy to provide specific examples or workflows if helpful.

    0
    6 months ago
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